Dóchas Members Handbook
Accountability, Disputes and Complaints
Membership Accountability
In becoming a member of the Dóchas Network, all organisations (Full and Associate Members) have responsibilities and are expected to comply with the Rules for Membership as laid out in the Dóchas Constitution and in the criteria for membership. In paying annual fees, members reaffirm this commitment, as stated in the invoice process. Members should also ensure that the organisation’s aims, objectives and practice reflect the spirit and intention of the Dóchas Network.
Any member organisation facing a serious governance or any other related issue that could pose a reputational risk to Dóchas, its members, or the Irish international development sector, is required to notify Dóchas in a timely manner in order to help mitigate the risk. Any information will be treated in confidence.
A review of an organisation’s membership may be necessary where members fail to attend three successive AGMs, or fail to pay their Annual Membership Fee in the required 30 days from the date on which the invoice is issued.
Any member organisation that appears, in the Board’s opinion, to have ceased to comply with the requirements noted above or that by its actions, statements, activities or behaviour is considered to bring Dóchas, its members, or the Irish International development sector into disrepute, shall have its membership reviewed.
Where there are issues that cannot be resolved, and it is questioned whether a member may be in breach of its commitments in relation to membership, it may be necessary to temporarily or permanently suspend its membership status. In this case, the following policy and process will apply:
Suspension of a Member
The Board may suspend a member [Ref: Article 5(f) of Dóchas Constitution] for a period of up to twelve months (or, at the discretion of the Board, for a period exceeding twelve months), if it finds that the member:
- Is not adhering to the regulations set out in the Dóchas Constitution;
- Is not observing the values and principles of Dóchas;
- Is not complying with Dóchas policies, standards, codes of practice and such other regulations as outlined in the Membership Handbook;
- Has not paid their Annual Membership Fee in line with the requirements of the Dóchas Debt Collection Policy
- By their actions, statements, activities or behaviour is considered to bring Dóchas, its members or the Irish International development and humanitarian sector into disrepute;
- Has been removed from the Register of Charities by the Charities Regulator.
View the full process for suspension here.
Dóchas Complaints Policy and Procedure
Dóchas is committed to the highest standards of practice in all of its dealings with its members, with the public and with all stakeholders. In the event that disputes arise within the membership, it is expected that these will be resolved wherever possible proactively and through positive dialogue and engagement with the Secretariat. Complaints may also be raised via the process set out below.
If you have a complaint about any aspect of the work of Dóchas, you can contact the Head of Membership Engagement, by email or by telephone. In the first instance, your complaint will be dealt with by this role-holder (or another office holder with sufficient seniority to address the complaint). Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.
You may however at any stage make your complaint to the Charities Regulator who oversees charities compliance. If you wish to contact them regarding a concern, you must complete their Online Concerns Form, available on their website.
How to Make a Complaint or Give Feedback to Dóchas
Phone: 01 4053801
Email: membershipengagement(at)dochas.ie, or use the Contact Form or Email Us buttons available on our website.
What Should You Include in Your Complaint?
Please include your name and relevant contact details, including telephone number and email or address, and your preferred method of communication. Briefly describe what your complaint is about, stating relevant dates and times, if applicable
Please let us know if you are acting on behalf of someone else.
What Happens Next?
If you complain in-person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 5 working days, and do everything we can to resolve it within 21 days. If this is not possible, we will explain why and provide a new deadline.
What If the Complaint is Not Resolved?
If you are not happy with our response, you may get in touch again by writing to the CEO of Dóchas at ceo(at)dochas.ie. The CEO will acknowledge your ongoing complaint within 5 days, review the response to your complaint and do everything possible to resolve it within 30 days.
In the case that you are not satisfied with that response you may get in touch in writing with the Chairperson of the Board, who will review the response to your complaint and do everything possible to resolve it within 30 days.
If You Have Feedback or a Complaint About a Dóchas Member Organisation
In the first instance you should address your complaint to the organisation as outlined in their complaints policy.
You may, however, at any stage make your complaint to the Charities Regulator who oversees charities compliance. If you wish to contact them regarding a concern, you must complete their online concerns form on their website.
Learning Lessons
We take your complaints seriously and try to learn from any mistakes we have made. A report on the number and type of complaints made to Dóchas is shared with the Board on a regular basis.
Our approach is rooted in fairness, respect, and adherence to our shared codes of practice. We listen and respond to the views of our members, as well as those of the general public, so that we can continue to improve. We aim to ensure that:
- It is as easy as possible to make a complaint or raise a concern
- We treat as a complaint any clear expression of dissatisfaction with our organisation that calls for a response
- We treat it seriously whether it is made by telephone, letter, email or in person
- We deal with it quickly and politely
- We respond accordingly – for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc
- We learn from complaints, use them to improve, and monitor them at our Board